Customer Success Manager

As a Customer Success Manager at Instant, you’ll partner closely with high growth eCommerce brands to help them unlock revenue, increase retention, and maximise the value of our platform. You’ll act as a strategic advisor across the full post sale journey, working hand in hand with Product, Engineering, and Sales to turn customer adoption into measurable commercial outcomes. This is a high impact role for someone who is customer obsessed, commercially minded, and excited to drive growth through long term partnerships.

Why Instant:

Instant is the world’s first AI-powered marketing manager built for ecommerce. Today, we’re quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.

This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant’s products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M’s of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot.

We’re scaling fast. The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you’d ever be apart of in your career. So, if you consider yourself ambitious, we invite you to join us!

• Experience in Customer Success, Account Management, or a similar customer-facing role
• Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions
• Proven ability to drive product adoption and revenue expansion
• Excellent communication and relationship-building skills
• Thrives in a fast-paced, high-growth environment
• Passionate about customer success and maximizing customer value
• Bonus: Experience selling Al or retention marketing tools.

What you'll do:

• Own the onboarding process - getting customers live quickly and efficiently
• Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams
• Build consultative relationships with customers, ensuring they continuously see value in Instant
• Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities
• Bring best practices and digital marketing guidance to customers to drive higher ROI
• Identify opportunities for additional product adoption and drive account growth
• Educate customers on new features, ensuring they maximize the full potential of Instant
• Use data-backed storytelling to drive pricing and expansion conversations
• Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant
• Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date
• Be the voice of the customer - analyze pain points, showcase success stories, and use data to drive decision-making across the business

The comp range for this role is $110,000-$125,000 USD + OTE. We offer a comprehensive benefits package including employee equity, competitive compensation, generous PTO, Medical, Vision, Dental coverage, $1K annual wellness stipend and daily team lunch. This role is hybrid, based in our New York office on W 21ST, 3 days per week (Tuesday, Wednesday, Thursday).